EP1109387A3 - Auf variabelen Rastperiodebestimmungen basiertes Verfahren und Gerät zum Bearbeiten von Kommunikationen in einem Anrufzentrale - Google Patents

Auf variabelen Rastperiodebestimmungen basiertes Verfahren und Gerät zum Bearbeiten von Kommunikationen in einem Anrufzentrale Download PDF

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Publication number
EP1109387A3
EP1109387A3 EP00311208A EP00311208A EP1109387A3 EP 1109387 A3 EP1109387 A3 EP 1109387A3 EP 00311208 A EP00311208 A EP 00311208A EP 00311208 A EP00311208 A EP 00311208A EP 1109387 A3 EP1109387 A3 EP 1109387A3
Authority
EP
European Patent Office
Prior art keywords
call center
service
communications
states
processing
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP00311208A
Other languages
English (en)
French (fr)
Other versions
EP1109387A2 (de
Inventor
Andrew D Flockhart
Robin H. Foster
Joylee E. Kohler
Eugene P. Mathews
John Z. Taylor
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Avaya Inc
Original Assignee
Avaya Technology LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Technology LLC filed Critical Avaya Technology LLC
Publication of EP1109387A2 publication Critical patent/EP1109387A2/de
Publication of EP1109387A3 publication Critical patent/EP1109387A3/de
Withdrawn legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5234—Uniform load distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
EP00311208A 1999-12-15 2000-12-14 Auf variabelen Rastperiodebestimmungen basiertes Verfahren und Gerät zum Bearbeiten von Kommunikationen in einem Anrufzentrale Withdrawn EP1109387A3 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US461904 1983-01-28
US09/461,904 US6563920B1 (en) 1999-12-15 1999-12-15 Methods and apparatus for processing of communications in a call center based on variable rest period determinations

Publications (2)

Publication Number Publication Date
EP1109387A2 EP1109387A2 (de) 2001-06-20
EP1109387A3 true EP1109387A3 (de) 2003-12-17

Family

ID=23834415

Family Applications (1)

Application Number Title Priority Date Filing Date
EP00311208A Withdrawn EP1109387A3 (de) 1999-12-15 2000-12-14 Auf variabelen Rastperiodebestimmungen basiertes Verfahren und Gerät zum Bearbeiten von Kommunikationen in einem Anrufzentrale

Country Status (4)

Country Link
US (1) US6563920B1 (de)
EP (1) EP1109387A3 (de)
JP (1) JP3730115B2 (de)
CA (1) CA2326853C (de)

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
USRE46174E1 (en) 2001-01-18 2016-10-04 Genesys Telecommunications Laboratories, Inc. Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
US9648168B2 (en) 2002-08-27 2017-05-09 Genesys Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
USRE46776E1 (en) 2002-08-27 2018-04-03 Genesys Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
USRE46852E1 (en) 2002-08-27 2018-05-15 Genesys Telecommunications Laboratories, Inc. Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue

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US6956941B1 (en) * 2000-04-12 2005-10-18 Austin Logistics Incorporated Method and system for scheduling inbound inquiries
US7844504B1 (en) 2000-04-27 2010-11-30 Avaya Inc. Routing based on the contents of a shopping cart
US7142662B2 (en) 2000-07-11 2006-11-28 Austin Logistics Incorporated Method and system for distributing outbound telephone calls
US7103173B2 (en) * 2001-07-09 2006-09-05 Austin Logistics Incorporated System and method for preemptive goals based routing of contact records
US7502460B2 (en) 2006-11-20 2009-03-10 Austin Logistics Incorporated Method and system for distributing outbound telephone calls
US6895438B1 (en) * 2000-09-06 2005-05-17 Paul C. Ulrich Telecommunication-based time-management system and method
US6763093B2 (en) * 2000-12-14 2004-07-13 Nortel Networks Limited Application based queuing via an H.323/SIP interface
US6845155B2 (en) * 2001-05-21 2005-01-18 Metro One Telecommunications, Inc. Technique for effectively processing and dynamically routing communication calls
US7386850B2 (en) * 2001-06-01 2008-06-10 Avaya Technology Corp. Arrangement for scheduling tasks based on probability of availability of resources at a future point in time
US7054434B2 (en) 2001-07-09 2006-05-30 Austin Logistics Incorporated System and method for common account based routing of contact records
US7715546B2 (en) * 2001-07-09 2010-05-11 Austin Logistics Incorporated System and method for updating contact records
US7953219B2 (en) * 2001-07-19 2011-05-31 Nice Systems, Ltd. Method apparatus and system for capturing and analyzing interaction based content
US20030187971A1 (en) * 2002-03-29 2003-10-02 Uliano Anthony X. Enterprise macro-manager of contact center communications technologies
US7620169B2 (en) 2002-06-17 2009-11-17 Avaya Inc. Waiting but not ready
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US8332249B1 (en) * 2003-07-07 2012-12-11 Turgut Aykin System and method for integrated supply chain and contact center management
US8612272B1 (en) * 2006-06-05 2013-12-17 Turgut Aykin System and method for skills-based staffing and scheduling
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US8065618B2 (en) * 2003-08-18 2011-11-22 Sap Ag Customization of an interaction center manager's graphical dashboard
US20050071212A1 (en) * 2003-09-26 2005-03-31 Flockhart Andrew D. Method and apparatus for business time computation in a resource allocation system
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US7770175B2 (en) 2003-09-26 2010-08-03 Avaya Inc. Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal
US8050199B2 (en) * 2003-09-30 2011-11-01 Avaya Inc. Endpoint registration with local back-off in a call processing system
JP4812066B2 (ja) * 2003-10-09 2011-11-09 ルネサスエレクトロニクス株式会社 半導体集積回路
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US7885401B1 (en) 2004-03-29 2011-02-08 Avaya Inc. Method and apparatus to forecast the availability of a resource
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US8204884B2 (en) * 2004-07-14 2012-06-19 Nice Systems Ltd. Method, apparatus and system for capturing and analyzing interaction based content
US7949121B1 (en) 2004-09-27 2011-05-24 Avaya Inc. Method and apparatus for the simultaneous delivery of multiple contacts to an agent
US8234141B1 (en) 2004-09-27 2012-07-31 Avaya Inc. Dynamic work assignment strategies based on multiple aspects of agent proficiency
US7949123B1 (en) 2004-09-28 2011-05-24 Avaya Inc. Wait time predictor for long shelf-life work
US7657021B2 (en) * 2004-09-29 2010-02-02 Avaya Inc. Method and apparatus for global call queue in a global call center
US7567653B1 (en) 2005-03-22 2009-07-28 Avaya Inc. Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources
US7817796B1 (en) 2005-04-27 2010-10-19 Avaya Inc. Coordinating work assignments for contact center agents
US7809127B2 (en) 2005-05-26 2010-10-05 Avaya Inc. Method for discovering problem agent behaviors
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US8503663B2 (en) * 2005-06-30 2013-08-06 Interactive Intelligence, Inc. System and method for agent queue activation in a contact center
US7779042B1 (en) 2005-08-08 2010-08-17 Avaya Inc. Deferred control of surrogate key generation in a distributed processing architecture
US7881450B1 (en) 2005-09-15 2011-02-01 Avaya Inc. Answer on hold notification
US8577015B2 (en) * 2005-09-16 2013-11-05 Avaya Inc. Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization
US8073129B1 (en) 2005-10-03 2011-12-06 Avaya Inc. Work item relation awareness for agents during routing engine driven sub-optimal work assignments
US7822587B1 (en) 2005-10-03 2010-10-26 Avaya Inc. Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior
US10572879B1 (en) 2005-10-03 2020-02-25 Avaya Inc. Agent driven media-agnostic work item grouping and sharing over a consult medium
US8116446B1 (en) 2005-10-03 2012-02-14 Avaya Inc. Agent driven work item awareness for tuning routing engine work-assignment algorithms
US8411843B1 (en) 2005-10-04 2013-04-02 Avaya Inc. Next agent available notification
US7787609B1 (en) 2005-10-06 2010-08-31 Avaya Inc. Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
US7752230B2 (en) 2005-10-06 2010-07-06 Avaya Inc. Data extensibility using external database tables
US20070140468A1 (en) * 2005-11-04 2007-06-21 Spanlink Communications, Inc. Method and system for scheduling resources in customer contact centers
US7636433B2 (en) * 2005-12-02 2009-12-22 Avaya Inc. Timeline visualization for call center processes
US8036371B2 (en) * 2005-12-05 2011-10-11 Avaya Inc. Utilizing small group call center agents to improve productivity without impacting service level targets
US8238541B1 (en) 2006-01-31 2012-08-07 Avaya Inc. Intent based skill-set classification for accurate, automatic determination of agent skills
US8737173B2 (en) 2006-02-24 2014-05-27 Avaya Inc. Date and time dimensions for contact center reporting in arbitrary international time zones
US8442197B1 (en) 2006-03-30 2013-05-14 Avaya Inc. Telephone-based user interface for participating simultaneously in more than one teleconference
US7936867B1 (en) 2006-08-15 2011-05-03 Avaya Inc. Multi-service request within a contact center
JP4703516B2 (ja) * 2006-08-29 2011-06-15 株式会社富士通エフサス コールセンタにおけるオペレータ管理システム及びコールセンタにおけるオペレータ管理方法
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US8811597B1 (en) 2006-09-07 2014-08-19 Avaya Inc. Contact center performance prediction
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US7747705B1 (en) 2007-05-08 2010-06-29 Avaya Inc. Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails
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Cited By (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
USRE46174E1 (en) 2001-01-18 2016-10-04 Genesys Telecommunications Laboratories, Inc. Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
USRE46625E1 (en) 2001-08-17 2017-12-05 Genesys Telecommunications Laboratories, Inc. Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
US9648168B2 (en) 2002-08-27 2017-05-09 Genesys Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
USRE46776E1 (en) 2002-08-27 2018-04-03 Genesys Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
USRE46852E1 (en) 2002-08-27 2018-05-15 Genesys Telecommunications Laboratories, Inc. Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
USRE46853E1 (en) 2002-08-27 2018-05-15 Genesys Telecommunications Laboratories, Inc. Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
USRE47138E1 (en) 2002-08-27 2018-11-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue

Also Published As

Publication number Publication date
EP1109387A2 (de) 2001-06-20
CA2326853A1 (en) 2001-06-15
JP2001217939A (ja) 2001-08-10
CA2326853C (en) 2004-09-21
US6563920B1 (en) 2003-05-13
JP3730115B2 (ja) 2005-12-21

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